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Delphix

Customer Support User Account Registration Policy (KBA1028)

 

Delphix requires all support case interactions to be via registered users. There are no exceptions to this regardless of the urgency of any technical problems that customers may need assistance with. This policy exists to protect our customers. The basic rules that govern the use of support accounts are as follows:

  • Support accounts must be named and associated with specific a person (not generic, not a group alias).
  • Customers who interact with Delphix Support must do so via their personal user account.
  • Accounts must not be shared with other persons.

Customers who fail to adhere to this policy are at risk of delayed support and problem resolution.

Background

Customer privacy and data security is extremely important to Delphix. We have a strict policy to keep information private and not disclose information to unauthorized third parties. The definition of information is broad and covers:

  • Any details regarding ongoing cases.
  • Information related to their environment such as environment configurations, hardware specifications, or software licenses.
  • The names and contact details of registered users.

An unauthorized party is anyone who is not registered in the case management system.

Risks

Consequences of attempting to circumvent the Customer Support Registration Policy are:

  • New incoming support calls from unknown persons will be politely rejected without opening a support case.
  • Obvious attempts to share credentials for the Delphix Support portal will cause delays until authorized users are available. If no authorized person is available, cases may be rejected.

How to register a new user

The Primary Contact for an organization may open a support case via the Delphix Support portal to request additional user accounts up to the number of users allowed by the support contract. Please refer to How to Add an Account to Support Site.